Genesys Cloud - Main

Hi community 

Hello Ana,

This is a great question, this new fair use model can be a bit confusing at first. Starting July 2026, Genesys is introducing monthly limits on outbound campaign call attempts based on your license type, with a small overage charge if you go beyond that. The key thing to know is that this applies specifically to outbound campaign dialing, including agentless campaigns. So any calls placed by campaigns-whether agentless or using dialing modes like Power or Predictive-will count toward your monthly allocation, regardless of the outcome of the call.

Where it tends to get tricky is the difference between campaign activity and regular queue activity. The fair use limits only apply to system-generated campaign calls, not to agent-driven activity. So things like manual outbound calls, agent-set callbacks, or calls made on behalf of a queue don't count toward those limits.

In short, if the system is dialing automatically as part of a campaign, it's counted, if it's an agent initiating the call, it's not.

Hope this explains things well. 

Cheers, 

Hello, I have the same question since the only ones that are not included in fair use are manual calls, agentless calls don't have a queue, however it could be that it is associated in another way to account for the organization in general and not for a queue.